FS32E - Complaints Book

The Livro de Reclamações (Complaints Book) in Portugal, through which consumers can make a complaint or express their opinion in relation to a particular service or company, is also available electronically on the website www.livroreclamacoes.pt. Of course, complaints can also be submitted in person by requesting the complaint book at the store/office.

Once the complaint is submitted, the entity/company is obliged to respond to the consumer within a maximum period of 15 working days and the complaint should also be reviewed by the respective competent regulatory or supervisory entity, but sadly that is not always the case. To assist consumers, the Direção-Geral Consumidor (DGC) has now created an area where all the regulatory and supervisory entities are connected directly to the platform, thus enabling them to verify and monitor the responses of businesses to consumers.

As well as being making a complaint, consumers can also request information from a regulatory authority, consult the status of their complaint and even offer a compliment or make suggestions.

The Livro de Reclamações is now also available in an ‘app’ for your cell phone (in Portuguese and English). Search for ‘Livro Reclamações Eletrónico’ and you can create an account with your personal data. You will then receive an email with a link that allows you to activate your account and set up your password. You can also sign in using your Chave Móvel Digital if you have one (see Fact Sheet FS19E for information on CMD).

More than 330,000 companies and professionals from all areas of economic activity are registered on the Complaints Book platform and 35 supervisory and regulatory bodies are also registered. 

The 35 public entities with supervisory or regulatory powers are listed below. These organisations are able to monitor the Livro de Reclamações and if required can begin Administrative Infraction Proceedings, sanctions or make recommendations to companies that are registered on the Complaints Book platform.

The Regulatory or Supervisory Entities found on the Electronic Complaints Book platform are as follows: 

ANACOM - Autoridade Nacional de Comunicações

ERSE - Regulatory Authority for Energy Services

ERSAR - Regulatory Authority for Water and Waste

ASAE - Food and Economic Safety Authority

TP - Tourism of Portugal

IRAE - Regional Inspection of Economic Activities of the Azores

ARAE - Madeira Regional Authority for Economic Activities

ANAC - National Civil Aviation Authority

IMPIC - Institute of Public Markets, Real Estate and Construction

ERSARA - Regulatory Authority for Water and Waste Services of the Azores

PSP – Department of Private Security Police of Public Security

Azores Regional Tourism Inspection

OMV - Order of Veterinarians

CMVM - Market and Securities Commission

ASF - Insurance and Pension Fund Supervisory Authority

BdP - Bank of Portugal

IGEC - General Inspectorate of Education and Science

AMT - Authority for Mobility and Transport

IGAC – General Inspection of Cultural Activities

ENSE – National Entity for the Energy Sector

DGC - General Directorate of Consumer

ERS – Health Regulatory Authority

INFARMED - National Authority for Medicines and Health Products, IP

SRIJ – Portuguese Tourism Gaming Regulation and Inspection Service

Azores Regional Health Directorate

IAS - Madeira Health ISS - Social Security Institute

IGMTSS – General Inspection of the Ministry of Labour, Solidarity and Social Security

ISS – Social Security Institute

IRN - Institute of Registry and Notary

ISSA – Azores Social Security Institute

Azores Regional Transport Directorate

IRE – Azores Regional Education Inspectorate

DRD – Regional Directorate for Sport of the Azores

Finally, there is also a Customer Help Line 213 564 650, which is available every working day from 9h30 – 12h30 and from 14h00-16h30.

In case of connection difficulties, Members can use the information or complaint forms on consumer topics:

• For consumer complaints form, click HERE.

• For information requests form, click HERE.

• For other matters, use the email for the Directorate-General for Consumers dgc@dg.consumidor.pt.